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Case Study: Developing a Customer Complaint Management Process

The Client:
A major Caribbean-based bank.

The Client Goal:
To help the client develop its customer complaint management process, as complaints were at an all time high.

The Process:
A merger between a Canadian-based Bank and a UK-based Bank left the newly formed Caribbean bank without a clear customer complaint handling process. The company selected McDaniel Partners to:

  • Examine trends in complaint handling.

  • Develop a customer complaint handling process for Retail Banking.

  • Pilot, test and refine the process based on customer and employee feedback.

  • Develop an organization structure to handle complaints within the Bank.

  • Identify the key roles and responsibilities of the new complaint handling group.

  • Develop a measurement and tracking mechanism to identify and track complaints.

The Result:

  • Complaints significantly declined across all measures.

  • The Bank received customer accolades for its improved process.

  • The Bank established a unit responsible for tracking, handling and addressing customer complaints.

 

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